Cancellation fine

[Dimitris172]

Hi all,

I am a new host from Greece and on 1st of January i had a reservation for one day 1-2 of January for my apartment. The guest call me 2 days before and ask me to cancel the reservation due to COVID-19 positive test that he done. He send me a request through airbnb and ask for cancellation. 

Now i saw on upcoming payouts that i have to pay a fine because i cancel the reservation and i think this is wrong. 

Can you help me manage this situation?

[Mike-And-Jane0]

@Dimitris172 As a host you should never cancel reservations without talking to Airbnb first and agreeing it is a no-fault/penalty cancellation. All you can do now is talk to Customer Services and hope they can fix this for you.

[Penelope0]

Ask customer service to contact the customer to have the customer verify COVID positive.